Position Summary

UNRWA USA is seeking a curious, resourceful, and highly organized Senior Officer of Operations Systems & Implementation to help turn organizational priorities into systems and practices that work.

Reporting to and collaborating closely with the Vice President of Administration & Operations, the Senior Officer will coordinate the implementation and improvement of key organizational technologies, processes, and standard operating procedures. The VP and Senior Officer will work together to understand organizational needs, define desired outcomes, and determine an approach that fits UNRWA USA’s culture and ways of working. The Senior Officer will then carry the work forward—organizing the details, coordinating staff and external partners, tracking deliverables, supporting staff adoption, and following through to completion.

This role is ideal for someone who enjoys learning how things work. You are willing to open a new system, explore its features, read the documentation, ask questions, test possibilities, and keep going until you understand how to use it effectively. You are also thoughtful about listening to the people who do the work and learning the organization before recommending significant changes.

The Senior Officer will initially work closely with the VP and, as they build organizational knowledge, relationships, and judgment, take increasing ownership of assigned implementation projects.

What You’ll Do

Implement Organizational Systems

• Coordinate the implementation and ongoing improvement of key operational systems, including our HR information system, organizational phones, Salesforce, and other internal technologies and hardware.

• Work with the VP and relevant staff to understand current practices, define project needs, and develop practical implementation plans.

• Carry assigned projects through setup, testing, launch, staff adoption, documentation, and ongoing improvement.

• Learn new platforms, troubleshoot challenges, test solutions, and bring forward recommendations or questions.

• Create clear guidance and training to help staff use systems effectively.

Support Salesforce Implementation

• Participate in UNRWA USA’s cross-functional Salesforce working group and support implementation of the organization’s 12-month Salesforce roadmap.

• Coordinate internal requirements, testing, staff preparation, and follow-up with our external Salesforce implementation partner.

• Track decisions, responsibilities, timelines, and partner deliverables.

• Help ensure that Salesforce improvements translate into useful and sustainable practices for staff.

Coordinate Technology Partners

• Serve as a primary day-to-day contact for external technology partners and service providers.

• Clarify requests, track projects and deliverables, document commitments, and follow up consistently to keep work moving.

• Identify service gaps, unresolved issues, delays, or decisions that require escalation to the VP.

• Help ensure that organizational technologies have clear ownership, documentation, and support.

Strengthen Compliance and Organizational Processes

• Work with the VP, process owners, and other staff to translate policies, internal controls, legal guidance, and organizational requirements into practical processes.

• Learn how work currently happens and gather input from the people involved before recommending significant changes.

• Develop and maintain appropriately scaled SOPs, checklists, calendars, forms, and other tools that strengthen accountability without creating unnecessary bureaucracy.

• Maintain a centralized calendar of recurring compliance, renewal, training, reporting, review, and documentation requirements.

• Track responsibilities and follow up with staff and process owners to help ensure deadlines, approvals, and documentation requirements are met.

• Identify unclear ownership, missed steps, workarounds, or recurring challenges and bring them to the VP’s attention.

• Help staff understand compliance as a shared responsibility that protects the organization and advances its mission.

Support Adoption and Continuous Improvement

• Train and support staff in using organizational systems and procedures.

• Gather feedback from the people affected by a system or process and help identify practical improvements.

• Coordinate several assigned projects at different stages while maintaining strong communication and follow-through.

• Provide the VP with clear progress updates and timely notice of obstacles, risks, or decisions needed.

• Take increasing ownership of implementation work as organizational knowledge and experience grow.

What You Bring

Required Qualifications

• Genuine passion for UNRWA USA’s mission and commitment to the dignity, humanity, and rights of Palestine refugees.

• 3+ years of relevant experience in operations, systems implementation, project coordination, technology coordination, organizational effectiveness, or related field.

• Experience helping move a system, process, or project from planning through implementation and adoption.

• Strong organizational and project-coordination skills, with the ability to keep multiple priorities moving at once.

• Experience coordinating contractors, vendors, or other external partners.

• Strong follow-through and comfort respectfully holding others accountable for commitments and deadlines.

• Ability to learn unfamiliar technologies through research, experimentation, documentation, and thoughtful questions.

• Experience creating SOPs, workflows, implementation plans, training materials, or process documentation.

• Experience using Salesforce in a professional setting and an understanding of how a CRM supports organizational workflows, data quality, reporting, and collaboration. Salesforce administrator or developer experience is not required.

• Strong written, verbal, and interpersonal communication skills.

• Ability to work collaboratively, seek guidance, and take increasing ownership as organizational context and expectations become clear.

• Sound judgment about when to continue independently, ask questions, recommend an approach, or escalate a concern.

• Commitment to documentation, accountability, and continuous improvement.

Preferred Qualifications

• Experience working in a nonprofit, humanitarian, advocacy, or other mission-driven organization.

• Experience supporting the implementation or administration of an HRIS, CRM, mobile-device program, expense system, or similar organizational platform.

• Experience participating in a Salesforce implementation, optimization project, or cross-functional working group.

• Familiarity with change management, user adoption, internal controls, compliance, cybersecurity, or data governance.

• Experience working in a small or growing organization where staff balance hands-on implementation with broader organizational needs.

Who you are:

You may be a strong fit for this role if you are curious, resourceful, and energized by UNRWA USA’s mission. You enjoy figuring out how systems and processes work, can juggle multiple priorities, listen before proposing changes, and are comfortable carrying work forward while knowing when to ask questions or bring forward a recommendation. You notice missing details and close loops and enjoy turning agreed-upon goals into concrete tasks and next steps. You also value collaboration, follow-through, and practical solutions that help people work better without adding unnecessary bureaucracy.

About UNRWA USA: 

UNRWA USA is an American 501c3 nonprofit that lifts up the voices, experiences, and humanity of Palestine refugees to secure American support for resources essential to every human being, for the promise of a better life. UNRWA USA’s organizational culture is based on these four core values: shared purpose, integrity, growth mindset, and gratitude. UNRWA USA's core values inform everything we do, from our ongoing relationships with donors and partners to our daily interactions with colleagues across UNRWA USA and UNRWA. It’s what we look for in potential staff members, board members, and volunteers, and part of what staff is evaluated on in addition to their performance. 

UNRWA USA embraces diversity and is proud to be an equal-opportunity employer. The more inclusive we are, the better our work (and world) will be. UNRWA USA provides equal employment opportunities to all employees and applicants for employment regardless of a person's actual or perceived race, color, ancestry, national origin, place of birth, sex, age, religion, creed, disability, sexual orientation, gender identity, weight, or height.

Equal Opportunity

UNRWA USA is committed to building a diverse, equitable, and inclusive workplace. We strongly encourage applications from people of all backgrounds and identities, including people with lived experience related to our mission.

We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, national origin, ethnicity, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, marital status, or any other characteristic protected by applicable law.

To Apply

Submission Details

• Deadline: September 21, 2026

• Submit to: talent@unrwausa.org

• Format: Single PDF, titled LastName_FirstName_SeniorOfficerOperations, including a cover letter (as described below), resume, and two to three work related references.

• Please note that only complete proposals will be reviewed.

Please submit your résumé and cover letter including brief responses of no more than 200 words each to the following questions:

• Describe a system, technology, or organizational process you helped implement. What did you personally do, and what changed as a result?

• Tell us about a time you had to learn how an unfamiliar system or process worked. How did you approach it?

• Describe a time you had to hold a vendor, consultant, or colleague accountable for a delayed or incomplete deliverable.

A separate cover letter is not required.  

Submit your application to talent@unrwausa.org.